OF the top 10 best hospitals in the Philippines, St. Luke’s Medical Center-Global City (SLMC) is ranked as No. 1 according to their web site (https://www.stlukesonline.org). Their Mission is “to improve the health of people in the communities we serve.” Their Vision is “to be the community’s trusted partner in providing exceptional, patient-centered care.” Their Values: “Icare, Integrity, Compassion, Accountability, Respect, Excellence, Quality and Safety.” Their Promise: “Patient-Centered Care” (ibid).
For more than a century since it’s founding in 1906, St. Luke’s has called on the work first envisioned by Rt. Rev. James B. Funsten, bishop, Episcopal Diocese of Idaho—“the helping of suffering humanity back to health and life.” It is committed “to providing quality care based on the Institute of Medicine’s definition: safe, timely, efficient, effective, equitable, accessible and patient-centered (stlukesonline.org).
Elmer Forte had been employed with SLMC since November 16, 2009, as the Department manager of the Concierge and Information Department, which is currently under the Patient Experience Division. He directly reported to the Assistant Vice President for the Patient Experience Division Joyce Laramina Nazario. Forte had satisfactorily performed his tasks and obligations stated, as evidenced by the commendations he received from his colleagues and patients, and based on the performance evaluations.
Moreover, he had been performing tasks beyond what is stated in his job description, specifically the operation and management of the helipad and the elevator operations. In addition, he undertook to perform the functions of the other departments under the Patient Experience Division, such as handling and solving patient complaints and processing the HMOs of some patients during the weekends. He was handling at least 45 walk-in patients on a daily basis, and referred them to the appropriate doctors or specialists. He also received calls from patients regardless of the time of day or night, in order to accommodate and assist them with their needs.
Based on his performance, services he had provided and the recognition from his superiors and colleagues, Forte was informed by Nazario that he was set for a promotion. Nazario even commented that Forte’s impending promotion was because of his interpersonal skills, something which Nazario does not possess. This announcement was made more than a year ago, and no written document was presented to support this announcement. Forte’s relationship with his colleagues, particularly Nazario was running smoothly until March 2018 when an incident took place.
This incident involved Alice Reyes, a national artist for dance and artistic director of Ballet Philippines. Sometime in March 2018, Forte received a call from Reyes requesting for medical assistance as she was experiencing severe abdominal pain. Forte recommended proceeding to the emergency room at once, which Reyes did. After performing several tests, it was determined that she needed surgery, hence, the surgery was scheduled to be performed about five hours later on the same day. Having been trained to provide the finest patient-care experience, Forte took the initiative to contact Dr. Joven Cuanang knowing that he is a friend of Reyes. When Cuanang arrived to check on Reyes, he learned the severity of her condition and determined that there was an earnest and insistent need for an immediate operation.
Grasping the urgency of the situation, Cuanang contacted Dr. Arturo De la Peña and asked him to perform the surgery. De la Peña tentatively obliged, while visibly distressed and disappointed. It was verified later on that Reyes had a ruptured appendix and her timely operation was crucial to prevent any serious complications, which are likely to happen to a 75-year-old patient like her. Forte was instrumental in saving Reyes from a much worse medical condition.
A second incident involving a respected ambassador occurred sometime in September 2018. Forte came to the aid of this ambassador who shared his distress about the quality of service he was receiving. Instead of being commended for his exceptional work, Forte was faulted and accused of being biased in favor of the patient.
Redundancy was the reward of Forte. Instead of the promotion that he was informed he would get, his position was declared redundant, although none of the DOLE grounds for legal dismissal for redundancy were met.
Reyes has put on record her shock at Forte’s illegal dismissal in a letter to SLMC’s Chairman of the Board Frederick Dy:
“This is to put on record my shock upon hearing that Mr. Elmer Forte is no longer associated with St. Luke’s hospital-BGC as concierge and information manager, St. Luke’s, Global City. He is, in my opinion, one of the best reasons one would go to St. Luke’s for medical needs over other medical institutions offering the same services at the level offered by St. Luke’s. The competition is not only at the local level, but more so in the international fevel.
“I have heard of many stories and testimonials from many other relatives, friends, and acquaintances who all express relief that they can avail of Elmer’s help or that of his staff when they have to go to St. Luke’s for their medical visits.”
“Excellent, well-trained, highly skilled doctors and medical staff are essential to hospitals. But for a medical institution like St. Luke’s hospital who aggressively markets itself as one of Asia’s best, Elmer Forte is an asset that should have been valued and treasured. Elmer gave much much more than what his job description called for. I shall now think twice about my medical association with St. Luke’s, specially since the doctors whom I see hold clinics in similar medical institutions in the Metro Manila area.”
Through this column, Forte is airing his plea to the board of directors and management of SLMC for justice and fairness. After 10 years of living up to SLMC’s lofty vision of “providing exceptional patient-centered care”, Forte does not deserve this arbitrary, unjust and illegal treatment he received.
It does not auger well for the No. 1 best hospital in the Philippines!